Customer Service Officer: Warm Welcome & Clear Guidance

Gayana Advertise; Pontianak; On-site; IDR 120,000,000 - 240,000,000; Full time

Job summary

Marriott International in Pontianak, Indonesia seeks a Manager on Duty to oversee all property operations and ensure top hospitality standards. The role represents management in guest and property-related situations and directs guest flow in the lobby.

As Guest Relations Manager, you will monitor service issues, promote guest satisfaction, and coordinate with departments to meet operational and financial goals while maintaining strict policy compliance and safety practices.

Qualifications

• High school diploma or GED; 1 year experience in related professional area.

Responsibilities

• Serves as the property Manager on Duty and oversees all property operations.
• Represents property management in resolving guest or property related situations.
• Manages the flow of questions and directs guests within the lobby.
• Serves as Guest Relations Manager and handles tracking of service issues.
• Supports operations and guest relations needs across departments.
• Ensures compliance with policies, standards and procedures.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Records guest issues in the guest response tracking system.
• Participates in investigation of employee and guest accidents and ensures cross training.

Education

High school diploma or GED

Job description

Job Description

**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** One Marriott Drive, Need Address, Pontianak 78391, Indonesia
VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Management
**JOB SUMMARY**
Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

**CANDIDATE PROFILE**

**Education and Experience**

• High school diploma or GED; 1 year experience in related professional area.

**CORE WORK ACTIVITIES**

**Supporting Property Operations and Guest Relations Needs**

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Sends copy of MOD report to all departments on a daily basis.
• Strives to improve service performance.
• Ensures compliance with all policies, standards and procedures.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

**Supporting Profitability Goals**

• Understands and complies with loss prevention policies and procedures.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

**Managing the Guest Experience**

• Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
• Empowers employees to provide excellent customer service.
• Provides immediate assistance to guests as requested.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and handles guest problems and complaints.
• Ensures employees understand customer service expectations and parameters.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Records guest issues in the guest response tracking system.

**Assisting Human Resources Activities**

• Participates as needed in the investigation of employee and guest accidents.
• Observes service behaviors of employees and providing feedback to individuals.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Celebrates successes and publicly recognizes the contributions of team members.
• Ensures employees are cross trained to support successfully daily operations.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._

Where timeless classics are woven with modern details. Where business meets pleasure. Where even when travelers are global, they can experience the local. As a member of the team, you will become part of our united Four Points by Sheraton community where everyone is welcome, we support each other, and every hotel matters. We provide exactly what guests need in an uncomplicated way. If you are seeking opportunities to put guests at ease in a friendly, genuine and approachable environment, join our team. In joining Four Points, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.